Job Description Job Title:
n Service Cloud Voice Developer
n Experience Required:
n Minimum 5+ Years (Salesforce); 2+ Years (Telephony/CTI)
n Skills & Responsibilities:
n 1. Service Cloud Voice Implementation:
n n Design, configure, and deploy Salesforce Service Cloud Voice (SCV) using supported Partner Telephony solutions, including Genesys Cloud CX.
n Implement the SCV Partner Telephony model, including telephony provider configuration, Contact Center Connector setup, and Salesforce-side SCV configuration.
n Configure Omni‐Channel routing, SCV-enabled queues, and optimized agent workspace layouts to support productive voice‐based service operations.
n Integrate Amazon Connect or Genesys Cloud voice streams into Salesforce using Partner Telephony frameworks.
n n 2. Genesys Cloud CX Integration:
n n Develop, configure, and maintain the Genesys–Salesforce SCV connector, including OAuth setup, call controls, screen‐pop behavior, and event synchronization.
n Build and refine Genesys Architect call flows and routing strategies aligned with Salesforce case, contact, and skill‐based routing models.
n Surface IVR data, call recordings, and transcription outputs inside the Salesforce Service Console where supported.
n Diagnose and resolve issues across Salesforce, SCV, and Genesys—such as authentication failures, event mismatches, and call record sync gaps.
n n 3. Real-Time Transcription and AI Assist:
n n Enable and configure real‐time transcription within Service Cloud Voice to support Einstein‐ and Agentforce‐powered insights.




n Connect transcription outputs to AI capabilities such as in‐call insights, recommended actions, and post‐call summary generation.
n Tune AI inputs derived from voice transcripts to improve accuracy and reduce manual agent effort.
n n 4. Apex and Flow Development:
n n Develop Apex classes, event handlers, and Platform Event logic to process telephony events, update voice call records, and trigger CRM automation.
n Build Salesforce Flows and guided agent experiences (e.g., call scripts, escalation paths, wrap‐up flows) to support consistent call handling.
n Implement contextual screen-flow integrations that display relevant customer information when a call connects.
n n 5. Telephony Data and Reporting:
n n Design data capture for call metrics including duration, outcomes, transfers, and satisfaction scoring tied to Salesforce cases and contacts.
n Create Service Cloud reports and dashboards for key KPIs such as AHT, FCR, queue performance, and agent utilization.
n Integrate telephony data into broader CRM Analytics / Einstein Analytics reporting where applicable.
n n 6. Collaboration and Documentation:
n n Collaborate with telephony engineers, contact‐center operations, and Salesforce Solution Architects to deliver cohesive voice solutions.
n Produce detailed documentation including integration designs, configuration guides, and operational runbooks.
n Provide knowledge transfer and training to administrators and team leads on SCV and telephony operational features.
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📌 Service Cloud Voice Developer (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru